CC v10.1 Available Now

Enghouse Interactive’s Communications Center (CC) evolves with every single release ensuring it meets your business requirements in today’s fast-changing world. We are continuously improving, innovating, listening to feedback from partners and customers to ensure our software helps you create the highest quality customer experience.

This year Enghouse Interactive is proud to present Communications Center version 10.1.

Our focus on improving the lives of people of the contact centre by offering control and choice, means your journey towards digital transformation is now easier than ever before.

Enhancements in CC v10.1

Web chat:

Web chat is quickly becoming the channel of choice for customers compared to other channels of communication within a contact centre. Communication Center facilitates customer interactions that are instant, easy and convenient. No matter where on your website a customer goes, they can now have a consistent chat experience across all of your organisation’s web pages.

Video chat:

Video chat is becoming an essential part of the live chat which helps businesses take customer experience to the next level. Whether your business is offering product support, conducting a demo or even providing medical advice, video chat adds a personal touch that builds trust and delivers better outcomes.

Page sharing:

If a customer is having a problem that is too difficult to diagnose or resolve over chat, the agent can now launch a page sharing session.

By using page sharing features, an agent can view the customer’s screen to guide the customer to complete their task. With Communication Center 10.1, an agent can even, in real-time, fill out forms with the customer.

Advanced Queues:

Increase the supervisor’s visibility into the contact centre with an Advanced Queues view. As the supervisor, you can have a complete and focused view into agent productivity, and overall contact centre performance, all from one screen.

JAWS and MAGic Integration for vision Impaired:

Provide the best experience to vision impaired agents with screen magnification and text to voice capabilities.

A comparison of the features and functionality added since version 8.1 (click to enlarge):

CC-10.1-Matrix

The Enghouse Interactive solution is already enabling us to establish much greater control over the call management and call routing process. It has armed our customer service staff with a much greater understanding of the nature of calls.

Helly Hansen

Enhancements in Previous Versions:

Enhancements in CC v10

Tighter Portfolio Integration
The strength and depth of the Enghouse Interactive Contact Center portfolio has increased
• TouchPoint now tightly integrates with the wider Enghouse Portfolio, allowing for seamless switching between interaction handling, quality management and workforce scheduling
• Integration to outbound SMS campaigns automatically recognises messages needing agent intervention, routing them to available agents for deeper level handling

Scale and Flexibility
• Newly engineered Contacts Search offers enhanced, free-text searching along with powerful search speeds and integration to Active Directory
• Enterprise level presence visibility for NEC SV8500 and SV9500 customers
• Multi-node support allowing for geographical distribution of contact centre operations for Avaya IP Office environments

Communications Center with the Cloud
• Support for federated agents

Version 9.1 (2016 R2)

Quality Driven Communications
New Omni-Channel Escalation Scenarios
• Customer and agent-enabled channel escalation
• Add IM to voice or voice to IM (TouchPoint Agent for Microsoft Office 365)
• Add screen sharing (Microsoft Office 365)

New Agent & Team Goals/KPIs, Metrics & Alerts
• Set agent or team performance thresholds
• New KPI and metrics graphs and visualisation

An Improved TouchPoint Experience
• Access agent and presence controls direct from call bar
• Improved searching within email queues and contacts

Tighter Portfolio Integration
New Communication Portal (EICP) Support
• IVR Integration, with an improved data display in TouchPoint
• Application Integration (IVR Navigator)

Enhanced Quality Management Suite (QMS) Integration
• Access QMS from directly within TouchPoint
• Easier administration and improved data

Web-Enabled TouchPoint
Providing improved Managed Service Offering
• New Edge Server role to aggregate client connections

Support Home-Based/Roaming TouchPoint Agents

Reduce cost & Improve Performance
• Remote TouchPoint deployment with no expensive VPN required

Secure Single Sign-On
• Mutual TLS Certificate-based architecture

Microsoft Office 365
Improved Direct-to-Conference Call Scenarios
• All agent calls are pulled into conferences for improved performance and call handling

Reduce Queue Complexity & Support Advanced Routing
• In-dial Modifiers are now supported on Microsoft Office 365
Support for Agent DTMF
• Dialpad and tone support added to TouchPoint

 Version 8.1

All New TouchPoint Operator Console
Increase operator efficiency with this fresh new console operator interface. The new console UI has improved enterprise contact search with context sensitive alerting.

Improved Supervisor Visibility within TouchPoint
TouchPoint’s supervisor and monitoring views have been refined to further help manage agent productivity and quality.

New for Microsoft Lync
Media-escalation now gives agents the ability to transition from voice to video, or from IM to screen-share – all in the same interaction. IM queuing is also available, allowing Lync users to use the rich chat functionality of CC.

New Mobility Feature for Roaming Agents
Support is now available for Lync Mobile Client and Cisco Jabber Extend & Connect on mobile devices. Extend your contact centre to the roaming agent and retain all of CC’s reporting and skills-based routing.

Improved Server Resiliency
Leverage SQL 2014 clustering and merged replication to keep your business-critical contact centre application to mitigate risk around disaster recovery (fail-over/fail back) scenarios.

All New Webchat
A revitalised UI and an easy to setup with secure web chat interface allowing for improved integration with your website.

Improved SMS Interaction Queuing
Now offering direct SMS gateway support, with 2-way agent session management.

Talk to our Advanced Services team about integrating your SMS gateway for more control over your SMS channel.

Video Interaction Queuing
Talk to the Advanced Services team about integrating video into your customer’s contact centre experience.

Improving the Daily Lives of the People of the Contact Centre

The Enghouse Interactive portfolio strives to improve the daily lives of people in the contact centre through interaction management software, and our 2018 software releases are a significant contribution to this mission.

We know happy contact centre agents equal happy customers, but who is the happy agent? We believe it’s the agent that’s in control, has all the information they need at their finger tips, isn’t stressed, can confidently handle every challenge and come back tomorrow to do it all again.

It’s our mission to develop great tools that allow agents to do exactly that – leave the office every day knowing they conquered every challenge thrown at them and made their customers happy. We have a strong relationship with our customers, and work alongside them to ensure they’re not fighting their battles alone.

Girl with headset